video blogs

In a move that surprised even the most jaded customer, Charter abruptly pulled the plug on its social media customer service team. But why? A brief statement from the company:

“We believe speaking directly with a customer is a more personal, effective and consistent way to answer questions, solve an issue or provide information, and we will focus our efforts on these means of communications. We’re committed to treating our customers with great care, and we believe that person-to-person interaction accomplishes that in a more meaningful way for more of our customers.”

I’ll be the first to admit a blog is often the first thing that comes to mind when considering recommendations for clients interested in social media. My logic is that if you don’t have a place to syndicate your content and give customers an opportunity to interface with your brand directly, all the other activity you want to pursue can be fruitless.

Certainly, that doesn’t prohibit me from thinking interaction off-site (away from the client’s website) isn’t valuable. In many cases, it’s a good starting point before making a full-fledged commitment to engaging consumers on your own turf, almost like making sure a slip-and-fall lawsuit isn’t on your dime until you can afford it.

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About Social Media Explorer

Social Media Explorer is a digital and social marketing strategy house and an information products company. From helping clients build business and measure digital success to offering unique consumer insights through our innovative approach to consumer research to educating audiences at our exclusive events, Social Media Explorer is leading businesses into the social and digital realm.

Anchored by years of experience as digital marketing and social media marketing strategists, partners Jason Falls and Nichole Kelly offer business-oriented social and digital marketing strategy and management, educational events and custom training, industry and custom research products, a learning community and question-answer site and a noted industry conference and event series called Explore.